Senior Technical Support Engineer @ Coupa Software

Senior Technical Support Engineer

Posted on 11/4/2022

INACTIVE

Locations

Ann Arbor, MI, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Bash

Customer Service

Data Analysis

HTML/CSS

Oracle

SQL

Python

Communications

Requirements

Committed and believes in providing quality customer service
Excellent written and verbal communication skills
The ability to clearly articulate solutions to complex technical problems in a clear and simple way
Database analysis skills with experience in Data Management Systems such as Oracle, SAP, SQL etc
Bachelor of Science degree in Computer Science, Information Technology or related field
Experience using CRM and/or helpdesk call tracking and issue tracking tools
Experienced working directly with external customers in a technical support environment ideally in an enterprise software or SAAS company (Advantage)
Experienced in API services and Business Intelligence tools (Advantage)

Responsibilities

Answering 'how to' technical and application configuration questions
Assisting in trouble shooting 2 nd and 3 rd level technical issues
Work with other business units, including the Integration team, Operations, and Customer Success/Care, as required ensuring strong customer success
Business Event Monitoring of customer production environments
Provide dedicated troubleshooting and technical support of production applications
Manage customer expectations and experience in a way that results in high customers satisfaction
Recommend and implement processes for customers to perform data cleansing, data aggregation and data analysis using ETL tools
Recommend solutions for customers to optimize their data ingestion and cloud solving process
Creating of knowledge articles in Coupa's knowledge base for the use by customers

Desired Qualifications

Keen on learning scripting or has some prior experience already in Bash, Shell, Python or other scripting language
Curious to understand or has experience in web technologies such as XML, XSLT, DOM, HTML and other Web technologies

Coupa Software (NASDAQ: COUP), a leader in business spend management (BSM), has been certified as a “Great Place to Work” by the Great Place to Work organization. We deliver “Value as a Service” by helping our customers maximize their spend under management, achieve significant cost savings and drive profitability. Coupa provides a unified, cloud-based spend management platform that connects hundreds of organizations representing the Americas, EMEA, and APAC with millions of suppliers globally. The Coupa platform provides greater visibility into and control over how companies spend money. Customers – small, medium and large – have used the Coupa platform to bring billions of dollars in cumulative spend under management. Learn more at www.coupa.com. Read more on the Coupa Blog or follow @Coupa on Twitter.

Do you want to work for Coupa Software, the world’s leading provider of cloud-based spend management solutions? We’re a company that had a successful IPO in October 2016 (NASDAQ: COUP) to fuel our innovation and growth. At Coupa, we’re building a great company that is laser focused on three core values:

1. Ensure Customer Success – Obsessive and unwavering commitment to making customers successful.

2. Focus On Results – Relentless focus on delivering results through innovation and a bias for action.

3. Strive For Excellence – Commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.

This is your chance to bring your passion for helping customers to a job focused completely on making them successful in supply chain planning.

Responsibilities

Answering ‘how to’ technical and application configuration questions
Assisting in trouble shooting 2 nd and 3 rd level technical issues
Work with other business units, including the Integration team, Operations, and Customer Success/Care, as required ensuring strong customer success
Business Event Monitoring of customer production environments.
Provide dedicated troubleshooting and technical support of production applications.
Manage customer expectations and experience in a way that results in high customers satisfaction
Recommend and implement processes for customers to perform data cleansing, data aggregation and data analysis using ETL tools
Recommend solutions for customers to optimize their data ingestion and cloud solving process.
Creating of knowledge articles in Coupa’s knowledge base for the use by customers

Requirements

Committed and believes in providing quality customer service
Excellent written and verbal communication skills
The ability to clearly articulate solutions to complex technical problems in a clear and simple way
Database analysis skills with experience in Data Management Systems such as Oracle, SAP, SQL etc.
Bachelor of Science degree in Computer Science, Information Technology or related field
Experience using CRM and/or helpdesk call tracking and issue tracking tools
Experienced working directly with external customers in a technical support environment ideally in an enterprise software or SAAS company (Advantage)
Experienced in API services and Business Intelligence tools (Advantage)
Keen on learning scripting or has some prior experience already in Bash, Shell, Python or other scripting language (bonus)
Curious to understand or has experience in web technologies such as XML, XSLT, DOM, HTML and other Web technologies (bonus)

At Coupa, we have a strong and innovative team dedicated to improving the spend management processes of today’s dynamic businesses. It’s our people who make it happen, and we strive to attract and retain the best in every discipline.

We take care of our employees every way we can, with competitive compensation packages, as well as restricted stock units, an Employee Stock Purchase Program (ESPP), comprehensive health benefits for employees and their families, retirement and savings plans with employer match, a flexible work environment, no limit vacations for exempt employees, accrued vacation days for non-exempt employees, catered in-office lunches… And much more!

As part of our dedication to the diversity of our workforce, Coupa is committed to Equal Employment Opportunity without regard for race, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity or religion.

Please be advised, inquiries or resumes from recruiters will not be accepted.

1,001-5,000 employees

Website

Business spend management

Company Overview

Coupa wants to transform the way that businesses manage their spend.

Benefits

Insurance Package
Family Support
Legal Assistance
Student Loan Assistance
Employee Assistance
Discounts

Company Core Values

ENSURE CUSTOMER SUCCESS: Obsessive and unwavering commitment to making customers successful.
FOCUS ON RESULTS: Relentless focus on delivering results through innovation and a bias for action.
STRIVE FOR EXCELLENCE: Commitment to a collaborative environment infused with professionalism, integrity, passion and accountability.